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The Hard and Soft Sides of IT Outsourcing Management

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  • Barthélemy, Jérôme

Abstract

In this paper, I contend that IT outsourcing management has two sides. While the hard side refers to the contract, the soft side refers to trust. My analysis of 50 IT outsourcing efforts shows that both the hard side and the soft side are key to success. The hard side and the soft side are often used separately. The greater the contractual hazards that characterize an IT outsourcing operation, the more likely the soft side will be preferred over the hard side. However, the hard side and the soft side can also be simultaneously used. In that case, the interplay between these two techniques can lead to a virtuous circle. Finally, IT outsourcing that are managed neither through the hard side nor through the soft side are doomed to fail.

Suggested Citation

  • Barthélemy, Jérôme, 2003. "The Hard and Soft Sides of IT Outsourcing Management," European Management Journal, Elsevier, vol. 21(5), pages 539-548, October.
    • Handle: RePEc:eee:eurman:v:21:y:2003:i:5:p:539-548
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    Citations

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    Cited by:

    1. Gunasekaran, Angappa & Irani, Zahir & Choy, King-Lun & Filippi, Lionel & Papadopoulos, Thanos, 2015. "Performance measures and metrics in outsourcing decisions: A review for research and applications," International Journal of Production Economics, Elsevier, vol. 161(C), pages 153-166.
    2. Raman, Revti & Chadee, Doren & Roxas, Banjo & Michailova, Snejina, 2013. "Effects of Partnership Quality, Talent Management, and Global Mindset on Performance of Offshore IT Service Providers in India," Journal of International Management, Elsevier, vol. 19(4), pages 333-346.
    3. McIvor, Ronan & McCracken, Martin & McHugh, Marie, 2011. "Creating outsourced shared services arrangements: Lessons from the public sector," European Management Journal, Elsevier, vol. 29(6), pages 448-461.
    4. Dilek ERDOGAN & Nuray TOKGOZ, 2020. "The role of contract and relationship norms in the success of Information Technology Outsourcing," Eastern Journal of European Studies, Centre for European Studies, Alexandru Ioan Cuza University, vol. 11, pages 229-250, December.
    5. Doren Chadee & Revti Raman Sharma & Banjo Roxas, 2017. "Linking and leveraging resources for innovation and growth through collaborative value creation: A study of Indian OSPs," Asia Pacific Journal of Management, Springer, vol. 34(4), pages 777-797, December.
    6. Isaria Kisoli & Wilfred Lameck, 2022. "Reconstructing the process of outsourcing solid waste management in Tanzania local government authorities," SN Business & Economics, Springer, vol. 2(8), pages 1-17, August.
    7. Kim, Yong Jin & Lee, Jong Man & Koo, Chulmo & Nam, Kichan, 2013. "The role of governance effectiveness in explaining IT outsourcing performance," International Journal of Information Management, Elsevier, vol. 33(5), pages 850-860.
    8. Micha³ Dziadkiewicz, 2007. "Outsourcing In Power Plants," Advanced Logistic systems, University of Miskolc, Department of Material Handling and Logistics, vol. 1(1), pages 145-150, December.

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